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Technical Support Engineer
2 weeks ago
Experience : 2-5 years.
Skills : Technical Support, Merchant Onboarding with API, Excellent Communication.
Location : Hyderabad.
Work Mode : WFO.
Shift : Rotational.
- API integration and post launch queries.
- Good Communication in written and verbal.
- They need to connect with external merchants.
- Quality of resolution.
- Runbook to be followed.
- Supporting merchants with API integration.
- Testing those interfaces through postman tools.
- Post API integration - Troubleshooting based on the issue; like configuration changes and validate.
- Work experience in Jira & Bugzilla.
- Salesforce CRM - ticket assigned.
- Web testing.
- API & DB testing.
- JSON.
- Java Script notification.
- UI testing (10%).
Shifts - rotational shifts (3 shifts each day) ; Night shift-.
Mandatory skills to be focused below : .
- Skills advanced in troubleshooting checking the log configurations -.
- Approach similar to L3 teams, analyse the logs dive deeper into technical parameters, critical thinker, good in communication-.
- Understanding the problem ability to ask the right questions.
- Support merchants with API integration processes, ensuring seamless connectivity.
- Test and validate API interfaces using tools like Postman. Troubleshoot post-API integration issues, including configuration changes and validation.
- Maintain clear and effective written and verbal communication with external merchants.
- Address and resolve queries from merchants efficiently, ensuring high-quality customer support.
- Follow established runbooks and protocols to provide consistent support. Ensure high-quality resolution of issues, focusing on accuracy and timeliness.
- Manage support tickets using Salesforce CRM, ensuring timely assignment and resolution.
- Track and document issues using Jira and Bugzilla for effective bug tracking and management.
- Conduct thorough web testing, API testing, and database testing to ensure system integrity.
- Perform JSON validation and JavaScript notification checks.
- Undertake UI testing (10% of responsibilities) to ensure user interface consistency and usability.
- Utilize advanced troubleshooting skills to check log configurations and identify issues.
- Analyze logs and delve deeper into technical parameters, similar to an L3 support team, to resolve complex problems.
- Adapt to rotational shifts, including night shifts.
- Ensure smooth transition and handover between shifts, maintaining consistent support quality.
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